Getting Started with Shared Settings

This getting started article will help Administrators to configure shared settings using the TDAdmin interface.

Overview

Within TeamDynamix, there are different types of records that get shared either between ticketing applications or between ticketing and project management. Below is a list of the shared settings between each scenario within TeamDynamix. These are all managed by Global Administrators in the TDAdmin console.

Where to Find This

This feature appears in the TDAdmin & Ticketing application interfaces.

Navigate to Shared Settings following these paths:

• TDAdmin > Ticketing application > Shared ticketing settings

Where to Start

Scenario One: Between Ticketing Applications

This is found within TDAdmin > (Ticketing Application) > Shared Ticketing Settings

1. Impacts
2. Priorities
3. Urgency
4. Priority Matrix
5. Sources
6. Type Categories

• Numbers 1-3 are shared across ticketing applications and relate directly to the Priority Matrix. When implementing 1 or more ticketing applications, this is important to note the matrix and the supporting pieces are shared. Be sure to coordinate and set expectations around these records.
• Sources are shared across ticketing applications, so be sure to provide the sources that you need when implementing 1 or more ticketing applications. This list will display for all ticketing applications. Technicians should be aware of the list when selecting sources and to know which ones associate to their ticketing application.
• Type Categories are related directly in this case for Tickets to Ticket Types. Types are found in TDAdmin > (Ticketing Application) > Types

Scenario Two: Between Ticketing and Projects

1. Type Categories
2. Priorities

• Type Categories are shared across ticketing applications as indicated above. They are also shared with Projects too as a common table. Type Categories are an internal (non-customer facing) value that is used to help group Ticket Types and Project Types alike. A Type Category can have Types for *both* Projects and Tickets. Best practice is typically to have Type Categories specific to Ticketing and specific to Project Management. Then create Project Types for the Category it associates closely with. Types for projects can be created in TDAdmin > Projects > Types.
• Priorities are shared with Ticketing as indicated above, but also are used with Projects. They are used for the Project request intake, and the Projects themselves. Priority values are found in TDAdmin > Projects > Priorities. While Ticketing applications have a Priority matrix that uses Impact and Urgency values to configure via Priority Matrix. Project Management only uses the Priority field and does not utilize the matrix. 

Scenario Three: Global Shared Settings

Within TeamDynamix, there are many global settings that associate to Tickets and/or Projects. Below we identify the most common configurable settings. They are:

1. Accounts/Departments: this shared global table is used throughout TeamDynamix environment from Users to Ticketing to Asset Management, and Portfolio Project Management. An Account/Department record is required on all Tickets and Projects.
2. Locations: shared location table is used within Ticketing and Asset Management applications.
3. Days Off: Global table to set the days your organization is closed. These dates off relate to a Ticketing Service Level Agreements (SLA) and for Projects’ Resources availability/capacity.
4. Groups: groups are setup globally and they are associated to ticketing application(s) to be used for responsibility and are also used for Project Requests’ assignment for Review.

Managing Records Locations

• Accounts/Departments, Locations, and Days Off are either stored or can be managed in TDAdmin > Organization Settings
• Groups are created and managed in TDAdmin > Users and Roles